Director, Travel Services

Navan is looking for a strategic and inspiring Director of Travel Services to lead our high-performing team responsible for delivering exceptional support to our travel customers. Based in the US, this role will oversee our Travel Experience operation, helping to shape and scale a best-in-class service model to support our rapid growth and evolving customer needs.

What You'll Do:

• Own and evolve the end-to-end Travel Experience service model, ensuring it is purpose-built to support core, designated, dedicated, and in-plant customer segments.
• Develop and maintain a scalable operating model that enables world-class service delivery aligned with Navan's hypergrowth across verticals.
• Lead, inspire, and grow a team of Travel Service professionals, with a focus on delivering exceptional experiences for our enterprise clients and key accounts.
• Create and execute measurable talent strategies, ensuring the team is set up for success today and into the future.
• Be accountable for key performance metrics, service quality, and operational efficiency across all channels supporting our travel customers.
• Partner cross-functionally with site leaders, product, engineering, and commercial teams to ensure seamless and scalable support processes.
• Drive continuous improvement through data insights, customer feedback, and agent experience to optimize both performance and satisfaction.
• Identify and implement process and technology improvements that enhance service delivery and efficiency, including vendor and technology partner management.
• Champion a customer-first culture, while also managing change effectively in a dynamic, high-growth environment.
• Represent Travel Services at the leadership level, helping influence company-wide decisions that impact the customer journey.

What We're Looking For:

• A visionary leader with a passion for delivering world-class customer experiences and operational excellence.
• 10+ years of experience in customer support or service operations, with 5+ years in senior leadership roles, ideally in a high-growth, global or matrixed organization.
• Proven success leading large, distributed service teams with a focus on complex, high-touch customer experiences.
• Experience with contact center operations, support tools, and performance management systems.
• Background in the travel industry or working with travel-related services is strongly preferred.
• Strong data and analytical skills with the ability to translate insights into strategy and execution.
• A collaborative, empathetic leadership style and a track record of developing high-performing teams.
• Exceptional communication and stakeholder management skills.
• Strong program and project management skills, with the ability to drive execution under tight timelines and changing priorities.
• Comfortable operating in a fast-paced, dynamic environment where innovation and adaptability are essential.